Cancel a Job
Cancelling removes a job from the plan. Use it when the work is not going to happen: the customer declined, the estimate was rejected, the vehicle was taken away, or the job was recorded twice.
Who can do this: Service Advisors, Workshop Controllers, Location Managers, Org Admins and Account Owners.
Open the vehicle
From its bay card or the action centre.
Choose Cancel this job
Pick at least one reason
| Reason | Use when |
|---|---|
| Customer declined | The customer chose not to proceed |
| Estimate too high | The quote was rejected on price |
| Duplicate job | The same work is recorded twice |
| Vehicle withdrawn | The vehicle was taken away |
| Other | Anything else — a note is required |
Add a note
Optional, unless you chose Other. Worth adding anyway: “customer will return after insurance decision” is the sentence that saves a phone call in a fortnight.
Confirm
What happens
- The vehicle leaves today’s plan and its bay is freed immediately.
- Work already recorded is kept. Stages that were completed, time that was worked, and delays that were reported all stay on the record. Cancelling does not erase what happened.
- The rest of the day re-plans into the freed capacity.
Cancelling is not deleting. The job remains findable against the vehicle with its reason and its recorded work, which is what you need when the customer comes back and asks what was done before they changed their mind.
When it will not let you
| Message | Means |
|---|---|
| This car has already been handed over and cannot be cancelled | The visit is complete. There is nothing to cancel |
| That car is no longer on the board | Somebody has already dealt with it |
| You do not have permission to cancel a job | Ask a controller |
| Pick at least one reason | A reason is required |
| Add a note to explain “Other” | Other always needs a note |
A job already cancelled says so rather than cancelling twice.
Cancel, or pause, or hand over?
Three different situations, easily confused:
| Situation | Do this |
|---|---|
| The work is not going to happen at all | Cancel |
| The work will happen, but not yet — waiting on parts, a decision, a payment | Pause, with the reason |
| The work is done and the customer is taking the vehicle | Deliver |
| The customer is thinking about it and the vehicle is still with you | Pause — cancel only when they say no |
Cancelling a job that is merely delayed loses the work already recorded from the day’s plan and makes the vehicle harder to pick up again.
Common questions
The customer declined some of the work but not all of it. Do not cancel the job. Remove the stages that are not going ahead; the rest of the visit continues.
Can I undo a cancellation? No. Check the vehicle in again as a new visit — the previous record, including its cancellation reason, stays with the vehicle.
Does cancelling affect our numbers? Cancelled jobs are excluded from completion and delivery metrics. The reasons are worth reviewing periodically — a run of “estimate too high” is a pricing signal, not a scheduling one.
A duplicate got created by accident. Cancel the duplicate with that reason. Do not cancel the one with the recorded work on it.